EnSoftek’s fundamental approach to Help Desk operations builds a culture of ownership and accountability through the Total Contact Ownership (TCO) concept. A culture that promotes exceptional customer care, ensures accountability of its Help Desk Analysts (HDAs), and promotes process understanding, will contribute to the achievement of the ultimate goal; satisfied customers. Our certified technicians handle a high volume of calls, while retaining over 65% call resolution at Level 1. By proactively resolving frequent issues, using ITIL-based Incident Management techniques we are able to reduce call volume resulting in high customer satisfaction. We provide Tier 2 and 3 support specific to application/solutions requiring technical proficiency.